Cogito Blog

Behavioral Analytics Drive Empathy and Build Rapport in the Contact Center

Steve Kraus

Since the 1960s and ’70s, the telephone has been the predominant medium for customer service interactions. Companies have sought ever since to make their contact centers places where customers could confidently, and with minimal effort, make inquiries and seek resolutions to their problems. The ultimate goal is to garner customer loyalty through excellent service. Unfortunately, as customer expectations have grown, that goal has become more difficult to achieve.

A proven technology that analyzes subconscious behavioral signals is now available to the contact center. With this tool, large pools of agents can communicate more effectively and build rapport with customers, and management is empowered to comprehensively measure communication effectiveness and customer perception. Behavioral analytics help companies provide the excellent service that they have been striving for.

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